Customer knowledge processing in key account management

The ability of the supplier firm to generate and utilise customer-specific knowledge has attracted increasing attention in the academic literature during the last decade. It has been argued the customer knowledge should treated as a strategic asset the same as any other intangible assets. Yet, at the same time it has been shown that the management of customer-specific knowledge is challenging in practice, and that many firms are better at acquiring customer knowledge than at making use of it. This study examines customer knowledge processing in the context of key account management in large industrial firms. This focus was chosen because key accounts are demanding and complex. It is not unusual for a single key account relationship to constitute a complex web of relationships between the supplier and the key account – thus easily leading to the dispersion of customer-specific knowledge in the supplier firm. Although the importance of customer-specific knowledge generation has been widely acknowledged in the literature, surprisingly little attention has been paid to the processes through which firms generate, disseminate and use such knowledge internally for enhancing the relationships with their major, strategically important key account customers. This thesis consists of two parts. The first part comprises a theoretical overview and draws together the main findings of the study, whereas the second part consists of five complementary empirical research papers based on survey data gathered from large industrial firms in Finland. The findings suggest that the management of customer knowledge generated about and form key accounts is a three-dimensional process consisting of acquisition, dissemination and utilization. It could be concluded from the results that customer-specific knowledge is a strategic asset because the supplier’s customer knowledge processing activities have a positive effect on supplier’s key account performance. Moreover, in examining the determinants of each phase separately the study identifies a number of intra-organisational factors that facilitate the process in supplier firms. The main contribution of the thesis lies in linking the concept of customer knowledge processing to the previous literature on key account management. Moreover, given than this literature is mainly conceptual or case-based, a further contribution is to examine its consequences and determinants based on quantitative empirical data.

The Li+, Na+ and K+ ion exchange reaction process on the surface of mixed oxide SiO2/TiO2/Sb2O5 surface prepared by the sol-gel processing method

The porous mixed oxide SiO2/TiO2/Sb2O5 obtained by the sol-gel processing method presented a good ion exchange property and a high exchange capacity towards the Li+, Na+ and K+ ions. In the H+/M+ ion exchange process, the H+ / Na+ could be described as presenting an ideal character. The ion exchange equilibria of Li+ and K+ were quantitatively described with the help of the model of fixed tetradentate centers. The results of simulation evidence that for the H+ / Li+ exchange the usual situation takes place: the affinity of the material to the Li+ ions is decreased with increasing the degree of ion exchange. On the contrary, for K+ the effects of positive cooperativity, that facilitate the H+ / K+ exchange, were revealed.

Adsorption of hidrogen peroxide on the surface of silica - titania mixed oxide obtained by the sol-gel processing method

This work describes the sol-gel mixed oxide SiO2/TiO2 property, ST, as prepared, and submitted to heat treatment a 773 K, STC. SEM and EDS images show, within magnification used, a uniform distribution of the TiO2 particles in SiO2/TiO2 matrix. Both, ST and STC adsorb hydrogen peroxide on the surface and through EPR and UV-Vis diffuse reflectance spectra, it was possible to conclude that the species on the surface is the peroxide molecule attached to the Lewis acid site of titanium particle surface, alphaTi(H2O2)+. As the material is very porous, presumably the hydrogen peroxide molecule is confined in the matrix pores on the surface, a reason why the adsorbed species presents an exceptional long lived stability.

The Influence of Certain Processing Factors on the Durability of Yttrium Stabilized Zirconia Used As Dental Biomaterial

In dentistry, yttrium partially stabilized zirconia (ZrO2) has become one of the most attractive ceramic materials for prosthetic applications. The aim of this series of studies was to evaluate whether certain treatments used in the manufacturing process, such as sintering time, color shading or heat treatment of zirconia affect the material properties. Another aim was to evaluate the load-bearing capacity and marginal fit of manually copy-milled custom-made versus prefabricated commercially available zirconia implant abutments. Mechanical properties such as flexural strength and surface microhardness were determined for green-stage milled and sintered yttrium partially stabilized zirconia after different sintering time, coloring process and heat treatments. Scanning electron microscope (SEM) was used for analyzing the possible changes in surface structure of zirconia material after reduced sintering time, coloring and heat treatments. Possible phase change from the tetragonal to the monoclinic phase was evaluated by X-ray diffraction analysis (XRD). The load-bearing capacity of different implant abutments was measured and the fit between abutment and implant replica was examined with SEM. The results of these studies showed that the shorter sintering time or the thermocycling did not affect the strength or surface microhardness of zirconia. Coloring of zirconia decreased strength compared to un-colored control zirconia, and some of the colored zirconia specimens also showed a decrease in surface microhardness. Coloring also affected the dimensions of zirconia. Significantly decreased shrinkage was found for colored zirconia specimens during sintering. Heat treatment of zirconia did not seem to affect materials’ mechanical properties but when a thin coating of wash and glaze porcelain was fired on the tensile side of the disc the flexural strength decreased significantly. Furthermore, it was found that thermocycling increased the monoclinic phase on the surface of the zirconia. Color shading or heat treatment did not seem to affect phase transformation but small monoclinic peaks were detected on the surface of the heat treated specimens with a thin coating of wash and glaze porcelain on the opposite side. Custom-made zirconia abutments showed comparable load-bearing capacity to the prefabricated commercially available zirconia abutments. However, the fit of the custom-made abutments was less satisfactory than that of the commercially available abutments. These studies suggest that zirconia is a durable material and other treatments than color shading used in the manufacturing process of zirconia bulk material does not affect the material’s strength. The decrease in strength and dimensional changes after color shading needs to be taken into account when fabricating zirconia substructures for fixed dental prostheses. Manually copy-milled custom-made abutments have acceptable load-bearing capacity but the marginal accuracy has to be evaluated carefully.

Vírus da mancha anular do cafeeiro (Coffee ringspot virus - CoRSV): influência na qualidade da bebida e na produção de grãos de café

A mancha anular do cafeeiro, causada pelo Coffee ringspot virus (CoRSV) que é transmitido pelo ácaro Brevipalpus phoenicis (Geijskes) (Acari: Tenuipalpidae), tem sido observada em altas incidências em várias regiões cafeeiras do Estado de Minas Gerais. O CoRSV causa manchas cloróticas arrendondadas ou irregulares nas folhas, caules e frutos. Foi feita uma avaliação do efeito da infecção de frutos do cafeeiro pelo CoRSV na qualidade da bebida por meio de teste bioquímico e de degustação, e também na eventual perda de peso nos grãos. Testes revelaram que grãos provenientes de frutos de café infectados pelo CoRSV apresentavam menor teor de açúcares redutores e maior condutividade elétrica. Houve também depreciação na qualidade de bebida gerada pelos frutos infectados por meio do teste de degustação (teste de xícara). O peso médio dos grãos provenientes de frutos manchados foi cerca de 5% menor do que dos grãos de frutos sem sintomas.

Incubation period of Hemileia vastatrix in coffee plants in Brazil simulated under climate change

Risk analysis of climate change on plant diseases has great importance for agriculture since it allows the evaluation of management strategies to minimize future damages. This work aimed to simulate future scenarios of coffee rust (Hemileia vastatrix) epidemics by elaborating geographic distribution maps using a model that estimates the pathogen incubation period and the output from three General Circulation Models (CSIRO-Mk3.0, INM-CM3.0, and MIROC3.2.medres). The climatological normal from 1961-1990 was compared with that of the decades 2020s, 2050s and 2080s using scenarios A2 and B1 from the IPCC. Maps were prepared with a spatial resolution of 0.5 × 0.5 degrees of latitude and longitude for ten producing states in Brazil. The climate variables used were maximum and minimum monthly temperatures. The maps obtained in scenario A2 showed a tendency towards a reduction in the incubation period when future scenarios are compared with the climatological normal from 1961-1990. A reduction in the period was also observed in scenario B1, although smaller than that in scenario A2.

GFP-fluorescent protein on the study of blister spot in coffee plants

In Brazil, Colletotrichum gloeosporioides is associated with a complex of symptoms in coffee culture. Although this pathogen had its pathogenesis observed and identified, its importance has still been questioned due to its several endophytic forms, raising doubts as to the real importance of the pathosystem. The aim of this study was to demonstrate, by using an isolate transformed with the gene gfp, the infection and colonization capability of C. gloeosporioides in coffee seedlings. After the fourth day of inoculation, manifestation of symptoms as punctual necrosis could be observed, which progressed during the evaluation period, culminating in the death of seedlings. Epifluorescence microscopy confirmed the presence of the pathogen in the seedlings, as well as the visualization of internal colonization of tissues, acervulus formation and conidium production, confirming that it was responsible for the observed symptoms.

Anatomical changes on coffee leaves infected by Pseudomonas syringae pv. garcae

ABSTRACTAlthough poorly studied, the bacterial halo blight is an important disease in the major coffee-producing states of Brazil. External damage and anatomical changes on leaves were measured in seedlings of Coffea arabica cv. Mundo Novo, susceptible to Pseudomonas syringae pv. garcae, by using histological sections obtained at 10 and 20 days after inoculation (DAI). The changes on the epidermis were smaller than the lesions measured in the mesophyll, irrespective of the evaluated colonization period, showing that the internal damage caused by the bacterium represent twice the damage observed externally. From the inoculation site, lysis occurred on the epidermal cells and on the palisade and spongy parenchyma cells, with strong staining of their cellular contents, as well as abnormal intercellular spaces in the palisade parenchyma, hypertrophy and hyperplasia of mesophyll cells and partial destruction of chloroplasts. Additionally, this study revealed the presence of inclusion bodies in epidermal and mesophyll cells. Bacterial masses were found in the apoplast between and within mesophyll cells. Bacteria were also observed in the bundle sheath and vascular bundles and were more pronounced at 20 DAI, not only near the inoculation site but also in distant areas, suggesting displacement through the vascular system. These results can be useful to understand this plant-pathogen interaction.

Detection of beetle damage in forests by X-ray CT image processing

Some beetle species can have devastating economic impacts on forest and nursery industries. A recent example is Anophophora glabripennis, a species of beetle known in the United States as the ''Asian Longhorrned beetle'', which has damaged many American forests, and is a threat which can unintentionally reach south American countries, including Brazil. This work presents a new method based on X-ray computerized tomography (CT) and image processing for beetle injury detection in forests. Its results show a set of images with correct identification of the location of beetles in living trees as well as damage evaluation with time.

Measurement and simulation of solar radiation availability in relation to the growth of coffee plants in an agroforestry system with rubber trees

Solar radiation is an important factor for plant growth, being its availability to understory crops strongly modified by trees in an Agroforestry System (AFS). Coffee trees (Coffea arabica - cv. Obatã IAC 1669-20) were planted at a 3.4 x 0.9 m spacing inside and aside rows of monocrops of 12 year-old rubber trees (Hevea spp.), in Piracicaba-SP, Brazil (22º42'30" S, 47º38'00" W - altitude: 546m). One-year-old coffee plants exposed to 25; 30; 35; 40; 45; 80; 90; 95 and 100% of the total solar radiation were evaluated according to its biophysical parameters of solar radiation interception and capture. The Goudriaan (1977) adapted by Bernardes et al. (1998) model for radiation attenuation fit well to the measured data. Coffee plants tolerate a decrease in solar radiation availability to 50% without undergoing a reduction on growth and LAI, which was approximately 2m².m-2 under this condition. Further reductions on the availability of solar radiation caused a reduction in LAI (1.5m².m-2), thus poor land cover and solar radiation interception, resulting in growth reduction.

Coffee water use in agroforestry system with rubber trees

Water uptake and use by plants are essentially energy processes that can be largely modified by percentage of soil cover, plant type; foliage area and its distribution; phenological stage and several environmental factors. Coffee trees (Coffea arabica - cv. Obatã IAC 1669-20) in Agrforestry System (AFS) spaced 3.4x0.9m apart, were planted inside and along rows of 12- year-old rubber trees (Hevea spp.) in Piracicaba-SP, Brazil (22 42'30" S, 47 38'00" W - altitude: 546m). Sap flow of one-year-old coffee plants exposed to 35; 45; 80; 95 and 100% of total solar radiation was estimated by the heat balance technique (Dynamax Inc.). Coffee plants under shade showed greater water loss per unit of incident irradiance. On the other hand, plants in monocrop (full sun) had the least water loss per unit of incident irradiance. For the evaluated positions average water use was (gH2O.m-2Leaf area.MJ-1): 64.71; 67.75; 25.89; 33.54; 27.11 in Dec./2002 and 97.14; 72.50; 40.70; 32.78; 26.13 in Feb./2003. This fact may be attributed to the higher stomata sensitivity of the coffee plants under more illuminated conditions, thus plants under full sun presented the highest water use efficiency. Express transpiration by leaf mass can be a means to access plant adaptation to the various environments, which is inaccessible when the approach is made by leaf area.

Determination of the influence of the variation of reducing and non-reducing sugars on coffee quality with use of artificial neural network

The present study aimed at evaluating the use of Artificial Neural Network to correlate the values resulting from chemical analyses of samples of coffee with the values of their sensory analyses. The coffee samples used were from the Coffea arabica L., cultivars Acaiá do Cerrado, Topázio, Acaiá 474-19 and Bourbon, collected in the southern region of the state of Minas Gerais. The chemical analyses were carried out for reducing and non-reducing sugars. The quality of the beverage was evaluated by sensory analysis. The Artificial Neural Network method used values from chemical analyses as input variables and values from sensory analysis as output values. The multiple linear regression of sensory analysis values, according to the values from chemical analyses, presented a determination coefficient of 0.3106, while the Artificial Neural Network achieved a level of 80.00% of success in the classification of values from the sensory analysis.

Irrigation management in pruned coffee tree crop

It was evaluated the effect of irrigation management on the production characteristics of coffee cultivar Acaiá MG-1474, planted in spacing of 3.00 m x 0.60 m, pruned in 2004, and irrigated by drip since the planting, in 1997. The experimental designed used was of randomized blocks with five treatments and four replications. The treatments consisted of irrigation management strategies, applying or not applying controlled moisture deficit in layer of 0 to 0.4m, in dry seasons of the year: A = no irrigation (control), B = irrigation during all year considering the factor of water availability in the soil (f) equal to 0.75, C = irrigation during all year considering f = 0.25, D = irrigation during all year, but in January /February /March /July /October /November /December with f = 0.25 and April /May /June /August /September with f = 0.75, E = irrigation only during April /May /June /August /September with f = 0.25. From July /2005 to June /2007 the applied water depth was defined based on Class A pan evaporation (ECA) and the period from July/2007 to June/2008 based on readings of matric potential of soil obtained from Watermark® sensors. Each plot consisted of three rows with ten plants per row, considering as useful plot five plants of center line. The results indicated that the E irrigation management was the most suitable for technical reasons.

Water storage in wetted strips under irrigated coffee trees with different criteria of irrigation management

The increasing demand for water resources accentuates the need to reduce water waste through a more appropriate irrigation management. In the particular case of irrigated coffee planting, which in recent years presented growth with the predominance of drip irrigation, the improvement of drip irrigation management techniques is a necessity. The proper management of drip irrigation depends on the knowledge of the spatial pattern of soil moisture distribution inside the wetted strip formed under the irrigation lines. In this study, grids of 24 tensiometers were used to determine the water storage within the wetted strip formed under drippers, with a 3.78 L h-1 discharge, evenly spaced by 0.4 m, subjected to two different management criteria (fixed irrigation interval and 60 kPa tension). Estimates of storage based on a one-dimensional analysis, that only considers depth variations, were compared with two-dimensional estimates. The results indicate that for high-frequency irrigation the one-dimensional analysis is not appropriate. However, under less frequent irrigation, the two-dimensional analysis is dispensable, being the one-dimensional sufficient for calculating the water volume stored in the wetted strip.

Soil water potential during different phenological phases of coffee irrigated by center pivot

Irrigation management can be established, considering the soil water potential, as the limiting factor for plant growth, assuming the soil water content between the field capacity and the permanent wilting point as available water for crops. Thus, the aim of this study was to establish the soil water potential interval during four different phenological phases of coffee irrigated by center pivot. The experiment was set at the experimental area of the Engineering Department at the Federal University of Lavras, in Brazil. The coffee variety planted is designated as Rubi, planted 0.8 meters apart, with rows spaced 3.5 meters apart. The treatments corresponded to the water depths applied based on different percentages of Kc and reference evapotranspiration (ET0) values. Sensors were used to measure the soil water potential interval, installed 25 centimeters depth. In order to compare the results, it was considered as the best matric potential the one that was balanced with the soil water content that resulted in the largest coffee productivity. Based on the obtained results, we verified that in the phases of fruit expansion and ripening, the best results were obtained, before the irrigations, when the soil water potential values reached -35 and -38 kPa, respectively. And in the flowering, small green and fruit expansion phases, when the values reached -31 and -32 kPa, respectively.